Brave New Look

Ordered November 8th. Order has never shipped according to UPS and they refuse to cancel it. I'm out $77.

Masks don't fit, sent a note on the issue to ask for return or replacement under their "guarantee". Here's the response. I sent a follow on quoting their guarantee policy but already can tell they won't be making this right.

Hi Daniel,

This is Glendy from the CS Team. I can see you're asking about your order.

I'm sorry to hear you are not satisfied with the mask. Unfortunately, masks are a personal item and due to sanitary reasons can not be returned.

We'd encourage you to donate any mask you won't use to a person or organization in need.

Stay safe,
Glendy

Here is their website "policy" which are just empty words:

HTTPS://WWW.BRAVENEWLOOK.COM/PAGES/FAQ

DO YOU HAVE A QUALITY GUARANTEE?
Yes! Brave New Look wants you to be completely satisfied with your purchase. If your products are incorrect or flawed in any way, we'll send you a replacement, free of charge.

WHAT IS YOUR RETURN/ CANCELLATION POLICY?
Unfortunately, since our orders are custom and made-to-order, we cannot accept returns/ cancellations at this time. However, we will send you a replacement, free of charge, if you are disappointed with your order for any of the following reasons: the product itself is flawed, the quality of the printing is poor, or the final product is materially different than the design presented online. If you are in any way unsatisfied with your purchase, please contact us at *******@bravenewlook.com.

I ordered face mask on May 2, 2020.it is now may 26. I needed these mask for dr appointments. Very disappointed with this company.

I fell for this mask company to provide reliable products in a time efficient manner. There is no transparency as to what is going on and I feel like a total chump for buying all these masks from "brave new look".
VERY DISAPPOINTED!
1- # ******* - received DEFECTIVE after 7 weeks and no one will respond from your "support" I sent an explanation and photos June 8,2020.
2- #******* - order placed April 25,2020 - 7 weeks ago - was told in an email that the order was going to be 'expedited' (whatever that means) shipped May 31,2020, today is June 12, three weeks later - NO MASKS! What is going on? No responses from 'support'
3- #******* - 4 masks, one month ago, no idea where are they?
4- Order #******* - 4 masks -Wonder where the masks are? No one will respond to the support request.

Your company has no problem collecting everyone's money but then you have no idea where our masks are and there is no support offered other than a blanket email statement that I'm sure we all receive. And then i read thru horrible reviews from customers and find this "VIP SUPPORT" email address in another customer's complaint?
All customers are VIP
What is going on?

*******@bravenewlook.com
Victor, Ice, Purple, Seal, Umbrella, Purple, Purple, Orange, Richard, Table
*******@bravenewlook.com

Found this info on Pay Pal:
Seller contact
Brave New Look
*******@onlineshirtorders.com
*******445
(Eight, fiVe, fiVe, fiVe, fiVe, niNe, foUr, foUr, foUr, fiVe)

A Huge BRAVE NEW DISAPPOINTMENT

I want my money back!

Never received my item; customer ‘service' were completely unhelpful and dismissive. Never again and strongly do not recommend.

This mask was advertised as reducing fog on your glasses when wearing it. It seems to be reducing the fog by 95% and I'm happy with that!

Ordered 2 bracelets, they processed the credit card payment, but NOT the order! No response to emails requesting order update, their phone number is disconnected! DO NOT ORDER FROM THIS COMPANY!

I have tried for hours and days to contact this company and have my delivery address changed. NO WAY TO CONTACT THEM! 15 requests in writing and NO response. Do not fall for this incompetent company

Order some mask never got it they say bunch of lies to calm you down I hated this company I will never ever recommend this online store to any people

Redesign it! It doesn't fit average faces. Should've read the reviews prior to purchasing. Horrible!

WHATCH OUT FOR THE PLACE, they advertise 3 day shipping! Great support {NOT} They have this fancy web site, online chat, texting, email. But no one will answer chat, email or text! Brave New RIPOFF!

I ordered $135 worth of the kids and adult KN95 on January 13 based on a friend recommendation - immediately after ordering, I received a 50% off email offer (um, I literally just spent $135 and have not yet tried the product - a bit off on the customer experience).

After receiving an email asking to confirm my shipping address, I went back onto the site to check the status of my order. Discovered that not only did they not email an order number, their website does not allow you to check your order status - so after emailing for an update after 1 week and again at 2 weeks, I got the similar canned "orders are made to order so it takes time" reply others have described.

After another week of no update I emailed again on Feb 3rd and said if the order hadn't shipped already I wanted a full refund — I can get KN95 masks a LOT faster and cheaper, and at this stage 3 weeks had passed. Meantime, omicron is ripping through our community and I'd REALLY like the masks I ordered for my kids please.

I got a reply that they had JUST shipped. However it's now Feb 12, a month after I ordered and 9 days after they emailed me that my order had shipped (we're only 2 states over from California) - and according to the tracking, they're supposedly out for delivery today.

Still I nothing in hand, but have since received a number of marketing emails to reorder - including a massively insulting one today - that says "SHIPS NEXT BUSINESS DAY!"

They need to spend more focus on the customer experience, because in my first-time customer experience, it's been terrible. I won't be ordering again.

It is good to be protected and still feel stylish. Wide choice and good quality. The package was securely packed and delivered without any delay.

I ordered and have now been charged for face masks that have not yet shipped. Several weeks after ordering I contacted the company regarding the status of my order and was told it would take an additional 1-2 weeks before the masks would ship. This is not unusual during this time of COVID-19, so I decided to wait and in the meantime purchased other masks as I needed them for caring for my mom during her cancer treatment. When I still had not received shipment of masks as of 5/6, that I had already been charged for, I emailed again and was told they would ship soon. I requested cancelation since I had to purchase elsewhere. I have received three back and forth emails since my initial request to cancel in which customer service is trying to convince me to not cancel by not charging for shipping, then reducing the order cost by 30%. I don't have time to do this and consider it harassment that this company is unwilling to honor my request of a refund when they have been given time beyond advertised expectations to fulfill the order. I have made a report to the Better Business Bureau and also have my credit card company working on removing the charge. DO NOT PURCHASE FROM THIS COMPANY.

Please be aware of this company. THis is CHEAP $5 merchandise dressed up. You cannot contact them, you cannot get your money back.

Long long long long story SHORT. THIS COMPANY IS LIKE A SCAM. ITEMS NOT RECIEVED. ITEMS THST WERE RECIEVED WERE QUALITY OF $ STORE FOR 500% MORE MONEY. YOU CANNOT TELL SOMEONE YOU DIDNT RECIEVE ITEMS.
YOU CANNOT CANCEL ORDER. YOU CANNOT RETURN ANYTHING. ITS RUN LIKE A LOW LIFE SCAM. EVEN BBB HAS WARNING AGAINST THIS SO CALLED COMPANY. STAY FAR AWAY FROM THIS " COMPANY"!

They certainly were quick to charge my credit card!
One month later... I've emailed twice to cancel my order.
To date: no refund and no masks.

Starting to think i got scammed said they shipped my lockets in April and have nothing yet! Im starting to wonder if they will ever come now.

Delayed order by a month. Cancelled order and instead of providing a refund, they charged again. Waiting for the double refund.

I was very satisfied with the product and the speedy delivery. I don't understand all the negative reviews; maybe they listened and have improved.

Order face masks from them on may 2nd, never got the masks, never got response. Look at the reviews and you will see only white people get the masks!

If this had a blank space for "zero stars", that would be my choice! I am a grieving mother who lost my son, my only child, last year. I have made some amazing friends in my support group, so when I saw their personalized memorial bracelets, I ordered 4 of them... In my cart, it showed each bracelet and the name that was supposed to be on each one. I made certain to check it before placing my order. I ordered these late on Saturday evening. On Sunday, I checked my email and saw my PayPal confirmation, only it read that I ordered 4 of the same exact bracelets and not personalized. On Monday, I called them but you can't speak to anyone. You have to leave a message with your name and email, and that's how they "communicate" with you. Now, I gave them ample time to correct my order by calling them on Monday but they refused, telling me that they were in the process of being made and can't be changed or canceled, and their responses were cold and callous, almost like they were electronically pre made. Somehow, my order was changed through their website or they didn't pay close attention to my order. I emailed them a third time and requested a refund but I didn't get a response, so I contacted PayPal and filed a complaint. Now, PayPal will be working on my behalf, but I will have to wait a month for my refund. They give the merchant time to respond and correct the error or give me a refund. If they don't, PayPal will refund me my money themselves. I should have researched the reviews more before ordering from them. It looked like they had good reviews from their site on Facebook. Had I seen this site, I definitely would not have ordered from them!

I have not received my order place on May 2, nor have I received a refund. They have not responded to my emails.